Emergency mobile notification handling

ABSTRACT

Systems and methods for handling emergency notification messages such as Commercial Mobile Alert System (CMAS) alerts. In an example scenario, a call center maintains personal profiles of a number of clients, including contact information for persons or other entities designated by the clients to receive information about the clients. The call center receives from a device associated with a particular client of the call center that the client&#39;s device has received a text-based emergency notification message. The call center notifies one or more of the designated entities. The notification may include the content of the emergency notification message, and may include an audio version of the notification message. An indication or the notification message may also be placed in a database accessible to one or more of the designated persons or entities.

CROSS-REFERENCES TO RELATED APPLICATIONS

This application is a continuation-in-part of U.S. patent applicationSer. No. 14/296,260 filed Jun. 4, 2014 and titled “Emergency MobileNotification Handling”, which is a continuation-in-part of U.S. patentapplication Ser. No. 13/286,593 filed Nov. 1, 2011 and titled “EmergencyMobile Notification Handling”, the disclosures of which are incorporatedherein by reference in their entireties.

BACKGROUND OF THE INVENTION

During times of emergency, it is important that officials be able toquickly communicate information about the emergency to large numbers ofpeople. For example, when a tornado or other violent storm is detected,lives may be saved if citizens can be warned to take cover. Similarly,during a wildfire, it may be necessary to contact a large number ofresidents of the threatened area to effect a rapid evacuation.

Various warning systems exist. For example, the Emergency Alert Systemin the United States enables officials to interrupt commercial radio andtelevision broadcasts to make emergency announcements. The announcementscan be targeted to particular geographic areas.

The Reverse 911® system used in United States and Canada enablesofficials to place automated telephone calls to landline telephones inspecific geographic areas. For example, authorities in a coastal areamay use the Reverse 911® system to warn residents in low-lying areas ofa possible tsunami after an earthquake has been detected.

AMBER Alerts or similar kinds of notifications are used in manycountries to notify the general populace when a child is abducted andbelieved to be in danger, in hopes that a person hearing the alert willsee the child and report his or her location so that authorities can actto protect the child. AMBER Alerts may be broadcast using the EmergencyAlert System in the United States, but may also be distributed by manyother channels.

Such prior systems may not reach persons who are not at home or who arenot watching or listening to broadcast media. Recognizing the nearubiquity of cellular telephones and their ability to receive textmessages, the United States federal government is now implementing theCommercial Mobile Alert System, or CMAS. CMAS is scheduled to bedeployed by late 2011 in some areas, and nationwide in 2012, and willenable authorities to send text messages to all active cellular devicesin targeted geographic areas. These text messages may reach people thatwould otherwise not be notified by other means. CMAS is intended tooverlap with other systems, and will be used to broadcast many kinds ofnotifications, including weather and fire warnings, AMBER alerts,emergency management instructions, and other kinds of notifications.

Due to the importance of the messages broadcast by CMAS, there is a needto provide ways for additional persons to receive the messages.

BRIEF SUMMARY OF THE INVENTION

According to one aspect a method of operating a call center comprisesmaintaining in electronic storage, by a computer system comprising aprocessor executing a program stored in a memory, personal profiles of anumber of clients of a service provided by the call center. Each of atleast some of the personal profiles includes contact information for oneor more entities designated by the respective client for receivinginformation about the respective client from the call center. The methodfurther comprises receiving, via an electronic network from acommunication device associated with a particular one of the clients, atext-based electronic emergency notification message originating from anemergency alert gateway. The personal profile of the particular clientincludes contact information for one or more entities designated by theparticular client for receiving information about the particular clientfrom the call center. The method further includes forwarding, to one ormore of the entities designated in the personal profile of theparticular client, a notification that the communication deviceassociated with the particular client received the text-based electronicemergency notification message. In some embodiments, the method furthercomprises deriving, from the content of the text-based electronicemergency notification message, data or signals that render at leastsome of the content of the text-based electronic emergency notificationmessage into an audio format, and transmitting the data or signals toeither or both of the communication device associated with theparticular client and one or more devices associated with the entitiesdesignated in the personal profile of the particular client. In someembodiments, the method further comprises recording, in a databaseaccessible via the electronic network to one or more devices associatedwith the entities designated in the personal profile of the particularclient, the receipt of the text-based electronic emergency notificationmessage from the communication device associated with the particularclient. In some embodiments, the method further comprises making thedatabase accessible to the one or more devices associated with theentities designated in the personal profile of the particular client byserving content from the database as a page on the World Wide Web. Insome embodiments, recording the receipt of the text-based electronicemergency notification message in the database includes recording thecontent of the text-based electronic emergency notification message inthe database such that the content of the text-based electronicemergency notification message is accessible via the electronic networkto the one or more devices associated with the entities designated inthe personal profile of the particular client. In some embodiments, thereceipt of the text-based electronic emergency notification messageconstitutes an event, and the method further comprises receiving fromone of the devices associated with a particular entity designated in thepersonal profile of the particular client an indication that theparticular entity has claimed the event, and making available to anyother devices associated with entities designated in the personalprofile of the particular client an indication that the particularentity has claimed the event. In some embodiments, the receipt of thetext-based electronic emergency notification message constitutes anevent, and the method further comprises providing a mechanism forentities designated in the personal profile of the particular client toclaim the event, and when no entity has claimed the event within apredetermined time, contacting the particular client. In someembodiments, the method further comprises receiving, via the electronicnetwork from a communication device associated with a particular one ofthe clients, a second text-based electronic emergency notificationmessage originating from an emergency alert gateway, wherein thepersonal profile of the particular client includes contact informationfor one or more entities designated by the particular client forreceiving information about the particular client from the call center;applying one or more filter criteria to the second text-based electronicemergency notification message; and in accordance with the filtercriterion, determining that no indication that the communication deviceassociated with the particular client received the second text-basedmessage will be transmitted. In some embodiments, the filter criteriainclude a criterion based on the geographical location of thecommunication device associated with the particular client. In someembodiments, the method further comprises supplementing the notificationforwarded to the one or more of the entities designated in the personalprofile of the particular client that the communication deviceassociated with the particular client received the text-based messagewith additional information related to the cause of the text-basedelectronic emergency notification message.

BRIEF DESCRIPTION OF THE DRAWINGS

FIG. 1 is a simplified schematic diagram of a cellular telephonenetwork, in accordance with embodiments.

FIG. 2 illustrates the operation of a private response center (PRC), inaccordance with embodiments.

FIG. 3 illustrates a simplified communications device in accordance withembodiments.

FIG. 4 illustrates a method in accordance with embodiments.

FIG. 5 illustrates an example personal profile.

FIG. 6 illustrates a flow chart of a method in accordance with someembodiments.

FIG. 7 illustrates a flow chart of a method in accordance with anotherembodiment.

FIG. 7A illustrates a flow chart of a method in accordance with anotherembodiment.

FIG. 7B illustrates additional embodiments.

FIG. 8 illustrates a simplified block diagram of a communications devicesuitable for use in embodiments.

FIG. 9 illustrates a simplified block diagram of an example embodimentof the internal structure of a computer system.

FIG. 10 illustrates a system in accordance with embodiments of theinvention.

FIG. 11 illustrates a simplified example personal profile in accordancewith embodiments of the invention.

FIG. 12 illustrates a screen of a communication device such as a “smart”phone used to access a data base in relation to a particular client, inaccordance with embodiments of the invention.

FIG. 13 shows a modified user interface screen, in accordance withembodiments of the invention.

FIG. 14 illustrates a method in accordance with embodiments of theinvention.

DETAILED DESCRIPTION OF THE INVENTION

The ensuing description provides preferred example embodiment(s) only,and is not intended to limit the scope, applicability or configurationof the disclosure. Rather, the ensuing description of the preferredexample embodiment(s) will provide those skilled in the art with anenabling description for implementing a preferred example embodiment. Itis understood that various changes may be made in the function andarrangement of elements without departing from the spirit and scope asset forth in the appended claims.

Specific details are given in the following description to provide athorough understanding of the embodiments. However, it will beunderstood by one of ordinary skill in the art that the embodiments maybe practiced without these specific details. For example, systems,structures, and other components may be shown as components in blockdiagram form in order not to obscure the embodiments in unnecessarydetail. In other instances, well-known processes, procedures andtechniques may be shown without unnecessary detail in order to avoidobscuring the embodiments.

Also, it is noted that individual embodiments may be described as aprocess which is depicted as a flowchart, a flow diagram, a structurediagram, or a block diagram. Although a flowchart may describe theoperations as a sequential process, many of the operations may beperformed in parallel or concurrently. In addition, the order of theoperations may be re-arranged. A process may be terminated when itsoperations are completed, but could have additional steps not includedin a figure. Furthermore, embodiments may be implemented by manualtechniques, automatic techniques, or any combination thereof.

FIG. 1 is a simplified schematic diagram of a cellular telephone network100, in accordance with embodiments. Cellular networks are an especiallyefficient way to provide mobile telephone service. Each cell 101 a-f isserved by a respective one of base stations 102 a-f, each of which mayinclude an antenna mounted on one of towers 103 a-f. Each cellulartelephone active in a particular cell can bidirectionally interact withthe base station of the cell, enabling full duplex communication of dataand/or voice. Each of cells 101 a-f is capable of communicating withmobile telephones within the respective cell according to a physicalinterface scheme (e.g., CDMA, LTE, GSM, GPRS, WiMax, etc.). Each of basestations 102 a-f typically is capable of communicating simultaneouslywith several dozen or more different mobile telephones such as mobiletelephones 105 a-c.

Adjacent cells use different frequencies or coding to avoidinterference. In this way, many mobile telephones can be supported usinga limited spectra. The size and density of the cells 101 a-f may bedetermined in part by the demand for service. While only six cells 101a-f are shown in FIG. 1, many other cells may be present, such that thecells collectively cover large contiguous areas. Special hand-offprotocols may be used for maintaining communication with a particulartelephone that moves from one cell to another during a call.

As shown in FIG. 1, each of base stations 102 a-f communicates with anetwork controller 104. It will be understood that FIG. 1 is highlysimplified, and network controller 104 represents a wide array ofhardware, software, and other components performing a wide variety offunctions. For example, network controller 104 may route calls betweencells 101 a-f and outside telephone providers, monitor telephone usage,maintain billing records for individual telephone accounts, performdiagnostic tests, and perform many other functions.

Network controller 104 may also include interfaces between network 100and other networks, organizations, or services.

Each active mobile telephone, such as mobile telephones 105 a-c,“registers” with a nearby base station, and network controller 104 keepsa database 106 listing which of mobile telephones 105 a-c is registeredwith which of base stations 102 a-f. Network controller 104 usesdatabase 106 to route incoming calls. For example, when a call isreceived at network controller 104 and intended to be routed to mobiletelephone 105 b, network controller 104 consults database 106 todetermine that mobile telephone 105 b is registered with base station102 b, and routes the incoming call accordingly.

The geographical locations of base stations 102 a-f are fixed, and knownto the operator of network controller 104. Thus, by virtue of database106, network controller 104 “knows” at nearly all times the location ofevery active mobile telephone subscribed with the operator of networkcontroller 104, at least to the accuracy of the size of cells 101 a-f.The size of each cell depends on the expected density of mobiletelephones in a given area, on the topology of the surroundinglandscape, and other factors, but typically cells range from a fewhundred yards to several miles across. A particular geographical areamay be served by more than one telephone service provider. Differenttelephone service providers may share network infrastructure, or maymaintain separate controllers, base stations, towers, and otherhardware. Each telephone service provider similarly “knows” thelocations of all of its active subscribed mobile telephones.

Because the locations of nearly all active mobile telephones are known,the cellular network is naturally adapted to providing alerts totargeted geographic areas. With the cooperation of the telephone serviceproviders, an alert can be sent to all active mobile telephonesregistered to a list of particular base stations known to be in thetargeted area. Nearly all major cellular telephone service providershave agreed to handle CMAS alerts. In addition, the relatively smallsize of CMAS messages (about 90 characters each) may enable largenumbers of messages to be sent to large numbers of mobile telephoneswithout overwhelming the available network capacity.

In the example depicted in FIG. 1, a geographical area encompassingcells 101 d-f may be in danger from a wildfire, and evacuation has beenordered. Emergency alert gateway 108 sends a message 107 which mayinclude an indication of the geographic areas affected to networkcontroller 104, which in turn sends message 107 to all mobile telephonesregistered with base stations 102 d-f, for example mobile telephone 105c. The message is not sent to mobile telephones in other areas, forexample mobile telephones 105 a and 105 b.

In some situations, some persons may not receive a CMAS alert, despitehaving a mobile device capable of receiving the alert. Embodiments ofthe invention enable more persons, for example subscribers to anassistance service provided by a private organization, to receive CMASalerts who might otherwise not receive them.

FIG. 2 illustrates the operation of a private response center (PRC) 201,in accordance with embodiments. Private response center 201 may beoperated, for example, by a response service provider who offerspersonalized assistance to clients who subscribe to the service. In someembodiments, the response service provider may offer personal healthmanagement advice, concierge services, navigational assistance,technical support for telephones used in conjunction with the service,or other kinds of personalized services deliverable by telephone.Private response center 201 may be staffed by customer servicerepresentatives 202 who answer inquiries from clients of the service.Such a service may especially appeal to clients with health or otherimpairments. For example, the service could include weekly or dailycalls to the client for verification that the client is doing well, andif not, the customer service representative may offer to contact afamily member, health care provider, or other resource that may behelpful to the client. The service could include these and otherservices sold as a package. Alternatively, PRC 201 may be a fullyautomated service designed to operate without human intervention.

Private response center 201 is not intended to be a substitute for apublic safety answering point (PSAP) 203. A client of the serviceoffered by private response center 201 would still be expected to dial9-1-1 to reach PSAP 203 in the event of an emergency.

In one example scenario, the service provider that operates privateresponse center 201 may also be a cellular telephone service provider,and may offer a private assistance service as an adjunct to cellulartelephone service. The private response center 201 can be contacted fornon-emergency service through a phone number, speed dial or othershortcut, for example by activating a 5 and * key combination. Theconnection 204 between network controller 104 and private responsecenter 201 is schematic. The actual connection could be by way of theInternet, a wireless connection, a voice-over-Internet-protocol (VOIP)connection, a cellular telephone connection, or private response center201 could be reached through a conventional wireline telephone system,or any other suitable connection method that enables a telephone user toreach private response center 201 by calling a telephone number. Privateresponse center 201 may be reachable via multiple methods.

PRC 201 includes a computer system 207 that may be used for variousfunctions. For example, information about calls from clients may bedisplayed to customer service representative 202. Computer system 207may store personal information gathered from clients that may be helpfulin rendering assistance to the clients. Computer system 207 may assistcustomer service representative 202 in the performance of his or herjob, for example automating telephone dialing and the like. Whilecomputer system 207 is illustrated as a single computer, it will berecognized that the term “computer system” encompasses many differentkind of installations, including systems of multiple computers linkedtogether. The multiple computers may be co-located or widely dispersed.

FIG. 2 also illustrates two clients 205 a and 205 b of PRC 201,currently positioned in cell 101 e. Client 205 a uses a fully-featuredmobile telephone 105 c, while client 205 b uses a simplifiedcommunications device 206, described in more detail below. Asillustrated in FIG. 2, emergency alert gateway 108 has sent a CMASmessage 107 via network controller 104, and the message 107 is displayedby mobile telephone 105 c. Alternatively CMAS message 107 may be sent toboth mobile telephone 105 c and to PRC 201. If mobile telephone 105 cdoes not have a method of receiving CMAS messages, it could retrieve themessage from PRC 201 in a format in which mobile telephone 105 c cancommunicate to its user. This configuration would also allow PRC 201 toreceive CMAS message 107 and convert it to any format necessary and sendthe message to mobile telephone 105 c, based on either geo-locationinformation obtained via voice, data, or other communications frommobile telephone 105 c, social media, crowdsourcing, or informationobtained from friends and family.

The capability for PRC 201 to receive a CMAS message directly and thenre-transmit it to the appropriate customers may be especially usefulwhen certain customers' communications devices may not be compatiblewith the transmission format of CMAS alerts, for example during atransition period when many installed mobile telephones cannot receivecell broadcast messages, as described in more detail below.

FIG. 3 illustrates simplified communications device 206 in more detail,in accordance with embodiments. Example communications device 206 mayinternally be a fully-featured cellular telephone, but has a simplifiedinput interface comprising only one button 301. Communications device206 may also be referred to as a “personal security device” or an“emergency communicator.” A client of private response center 201 maywear communications device 206 on his or her person, and can use it tocontact private response center 201 whenever assistance is needed. Forexample, communications device 206 may be configured to dial privateresponse center 201 when button 301 is pressed. This greatly simplifiedinput interface may be especially helpful to clients with impairmentssuch as poor vision or coordination that make it difficult to operate aconventional cellular telephone that has many small keys. Thesingle-button interface assures that private response center 201 will becalled without the client having to press a sequence of keys. In theevent of an emergency, private response center 201 may route the call tothe proper authorities, if necessary. Communications device 206 furtherincludes a microphone 302 and a speaker 303, enabling telephone ortelephone-like communication.

Because simplified communications device 206 may internally be afully-featured cellular telephone, it may receive CMAS message 107, butbecause it lacks a display, it cannot display the message, and client205 b may not receive CMAS message 107. And even though mobile telephone105 c used by client 205 a is a fully-featured telephone including adisplay, CMAS message 107 may still not reach client 205 a, for any of anumber of reasons. For example, client 205 a may have a visualimpairment and may not be able to see the display of mobile telephone105 c, or client 205 a may speak and read a different language that thelanguage of the CMAS alert, and may thus not be able to read themessage.

Embodiments of the invention provide for additional persons to receiveCMAS alerts, and provide other benefits. For example, private responsecenter 201 may be able to supplement the operation of the CMAS system sothat alerts reach and are understood by additional persons. It will berecognized that embodiments of the invention may be used with otherkinds of text-based messages, and are not limited to CMAS alerts.

In one example embodiment, a communications device capable of receivingtext-based messages, for example mobile telephone 105 c or simplifiedcommunications device 206, is programmed to recognize that it hasreceived a text-based emergency notification message, and to forward themessage to PRC 201 for conversion to audio. PRC 201 then transmits dataor signals back to the communications device, which can audibly play themessage for the client.

FIG. 4 illustrates a method in accordance with embodiments. In step 401,a communications device, such as mobile telephone 105 c or simplifiedcommunications device 206, receives a text-based message. The text-basedmessage may be an SMS message, a cell broadcast message, or another kindof text-based message.

In step 402, the communications device recognizes that the receivedmessage is an emergency alert message, for example a CMAS alert. Therecognition may be done by any suitable means. For example, thecommunications device may recognize that the text-based message was sentfrom an address dedicated to sending CMAS alerts or other kinds ofemergency alert messages. Or the communications device may examine thecontent of the message and recognize based on the content that themessage is an emergency alert message.

In step 403, the communications device forwards at least some of thecontent of the message to PRC 201. For example, the communicationsdevice may simply forward the message to an address maintained by PRC201 for handling emergency alerts forwarded by clients' devices. Or thecommunications device may extract only the body of the message andconstruct a new text-based message to forward to PRC 201. Or thecommunications device may extract pertinent parts of the message contentfor forwarding. The message content may be forwarded in other formatsthan text or SMS messaging. For example, the communications device mayplace a data call to PRC 201 including the forwarded content.

In step 404, the message content forwarded by the communications deviceis received at PRC 201.

In step 405, PRC 201 derives, from the forwarded content, data orsignals that render at least some of the content of the text-basedelectronic message into an audio format. For example, computer system207 may perform an automated text-to-speech conversion of the forwardedcontent, and may generate a digital audio file containing an audiorendering of the message content. In other embodiments, a person at PRC201 may simply read the forwarded content, and his or her voice may berecorded to create a digital file or an analog recording. Additionalcontextual information may be added if desired. For example, audio dataderived from example CMAS message 107 may audibly indicate:

-   -   This is your care center with an important message. Your        communicator has received an emergency alert from the National        Weather Service. A hurricane is approaching your area and you        are required to evacuate. The sheriff recommends that you take        Broadway to highway 243. This message will repeat until you        press the button on your communicator to hang up. If you need        additional assistance, press the button again to call the care        center. . . .

It will be recognized that PRC 201 may receive forwarded text-basedmessages from more than one subscriber. In that case, it may benecessary to derive an audio rendering of each CMAS alert only once, andthe result stored for communicating to subsequent callers.

In step 406, PRC 201 transmits the data or signals to the communicationsdevice, and in steps 407 and 408 the communications device receives theaudio data or signals and audibly plays them, for example throughspeaker 303. The transmission may be accomplished in any suitable way.For example, PRC 201 may place a telephone call to the communicationsdevice, and play the audio rendering over the open telephone connection.Or PRC 201 may place a data call to the communications device andtransmit a digital file, which is then played by the communicationsdevice.

The communications device may provide other information as well. Forexample, communications device such as simplified communications device206 or mobile telephone 105 c may include a global positioning system(GPS) receiver, WiFi triangulation capability, or other near fieldcommunication capability, and may thus be able to ascertain itsgeographical location with more precision that is possible from the mererecognition that the device is registered with base station 102 e, andtherefore resides in cell 101 e. The communications device may providegeographical location information to PRC 201 in conjunction with theforwarding of the CMAS alert. Should a client, for example client 205 b,call PRC 201 after receiving the CMAS alert, customer servicerepresentative 202 may be able to use the geographical information toprovide additional assistance to the client, for example revisedevacuation directions, or possibly even reassurance that the client isnot in danger, if it can be determined that the client is in a portionof a cell not endangered by the instant threat. For example, based ongeographical information provided by the communications device, PRC 201may be able to determine that the client is calling from a high seasidebluff, and is not in danger from a tsunami warning, even though thecaller may be only a short distance from locations that are in imminentdanger.

The involvement of PRC 201 enables other enhancements and services. Forexample, PRC 201 may store a personal profile about a client such asclient 205 b. An example personal profile is shown in FIG. 5. Thepersonal profile may include health-related information, emergencycontact numbers, and other kinds of information about the client thatmay be helpful to personnel at PRC 201 in rendering assistance to theclient. For example, the profile of FIG. 5 indicates that the client'spreferred language is not English. Accordingly, PRC 201 may translateemergency alert messages into the client's preferred language beforetransmitting the audio data or signals to the client's communicationsdevice. The translation may be accomplished by any suitable method. Forexample, computer system 207 may perform or obtain a machine translationof the message content before rendering the content into an audioformat, or the message may be translated by a human translator before anaudio rendition of the message is created.

Other services and actions are possible as well. For example, theclient's profile may contain a standing instruction to notify theclient's designated emergency contacts whenever an emergency alert isreceived from the client's communications device. PRC 201 may alsotailor its response based on other kinds of content in clients' personalprofiles. For example, the example profile of FIG. 5 indicates that theprofiled client suffers from asthma. Example CMAS message 107 relates toa wildfire, which would be of particular concern to asthma sufferers.PRC 201 could accordingly prioritize its actions based on the type ofemergency and the client's medical condition, for example calling theemergency contacts of asthma suffers first in the event that a largenumber of emergency alerts relating to a fire are received from a largenumber of clients' communications devices. In another example, if a CMASalert relates to a hurricane, PRC 201 may prioritize its actions so thatclients whose profiles indicate they live very close to the coast areserviced before clients who live further inland. In yet another example,PRC 201 may escalate its response based on the nature of the emergencyand/or information in the client's profile. For example, if a client'sprofile indicates that the client is on a respirator, PRC 201 may act tocontact the client immediately in the event of a power outage, and maycontact emergency services if the client is not reached.

In other embodiments, a communications device such as simplifiedcommunications device 206 or another device may render an incoming CMASalert into an audio format on its own, without the need to forward anyof the content to another location such as PRC 201. FIG. 6 illustrates aflow chart of a method in accordance with some embodiments. In step 601,the communications device receives a text-based message, such as an SMSmessage. In step 602, the communications device detects that the messageis an emergency notification message, for example by recognizing thatthe source address of the message is an address reserved for sendingCMAS alerts, or by determining from the message content that it is anemergency notification message, or by any other suitable means. Inoptional step 603, the communications device may translate or obtain atranslation of at least some of the message content into anotherlanguage. For example, the communications device may include machinetranslation software to be executed by an on-board processor, to performthe translation. The communications device may be pre-configured with acapability for translating text into a particular preferred language. Inother embodiments, the communications device may forward the messagecontent to a remote translation service, which may or may not beaffiliated with PRC 201, and may receive a translated version of themessage in return.

In step 604, the communications device derives, from the content of thetext-based message, data or signals that render at least some of thecontent of the text-based message in an audio format. For example, thecommunications device may include embedded text-to-speech conversionsoftware that is executed by an on-board processor to perform theconversion. In step 605, the communications device plays the audiorendition of the message content, for example via speaker 303.

FIG. 7 illustrates a flow chart of a method 700 in accordance withanother embodiment. The steps of method 700 may be performed by PRC 201,for example with the assistance of computer system 207, and may beespecially helpful when one or more clients of PRC 201 uses a mobilecommunications device that cannot directly receive some text-basedemergency notifications. For example, one way of transmitting a messageto a large number of mobile devices is through the use of cellbroadcast. In cell broadcast, a single message is simultaneously sent toall mobile devices in a particular geographic area, such as to alldevices registered with a particular tower. This is in contrast tosending a text-based message such as an SMS message separately to eachof the devices registered with the tower.

While cell broadcast is an efficient way to reach a large number ofdevices, some devices may not yet be configured to receive cellbroadcast messages, and therefore may miss out on emergencynotifications sent by cell broadcast. Since such a device does notreceive the message at all, it also is not triggered to send the messageto PRC 201 for conversion to audio format.

PRC 201 may still be able to assist clients using mobile telephones thatcannot receive emergency notification messages due to an incompatibilitywith the medium of transmission of the messages, for example aninability to receive messages via cell broadcast. In some embodiments,PRC 201 can receive the text-based emergency notification messageswithout them being forwarded by each client within the area targeted bythe notifications. For example, as shown in FIG. 2, PRC 201 may receivemessages directly from emergency alert gateway 108, by prior agreement.In another example, PRC 201 may recognize that an emergency notificationmessage has been broadcast by a particular tower based on the fact thatseveral clients serviced by that tower have called for assistance afterreceiving the notification, or because communications devices used byclients in the affected area have forwarded the notification fortranslation to audio format. Whatever the way in which PRC 201 receivesthe emergency notification message, PRC 201 may recognize that there areclients within the targeted area who may not have received thenotification. PRC 201 may then take steps to notify those clients, forexample by method 700.

In step 701, PRC 201 receives a text-based message, and in step 702, PRC201 detects that the text-based message is an emergency notificationmessage. Optionally, PRC 201 may translate the message into one or moredifferent languages at step 703, for transmission to clients who preferto communicate in languages other than the original language of theemergency notification. In step 704, data or signals are derived fromthe content of the text-based message, rendering at least some of thecontent of the text-based electronic message into an audio format. Instep 705, the data or signals are sent to one or more selectedcommunications devices associated with PRC 201, for examplecommunications devices owned by clients of PRC 201. In this scenario,the message can be thought of as being “pushed” to the clients' devices,rather than being “pulled”, as would be the case for devices thatreceived the notification directly and requested translation of themessage into an audio format.

The selected communications devices may be identified as being withinthe geographical area to which the emergency notification message istargeted. PRC 201 may be able to identify which of its clients' devicesare within the targeted geographical area by any suitable means. Forexample, some clients' devices may periodically report their locationsto PRC 201 as part of a client-requested tracking program. Or PRC 201may assume that any communications device recently used to contact PRC201 from the targeted area is still within the targeted area. Or PRC 201may simply use the home addresses of its clients and assume that anyclient with a home address within the targeted area is most likelywithin the area, and push the emergency notification message to thoseclients, knowing that the few clients who are away from home may beunnecessarily notified.

In another embodiment, a technique similar to that of FIG. 7 may be usedto forward text-based notifications in text format, for example as SMSmessages, without converting them to an audio format. In this way, PRC201 can notify at least some of its clients who cannot directly receivealerts, in a manner similar to the original text-based alert.

In other embodiments, PRC 201 may tailor its sending of emergencynotification messages to clients' devices based on the capabilities ofthe respective devices. For example, PRC 201 may send audio renditionsof messages to client devices that cannot display text. In anotherexample, PRC 201 may relay a notification message in text format todevices that can display text but could not receive the originalnotification message, for example because the message was sent by cellbroadcast and the client device does not have the capability to receivecell broadcast messages. Preferably, PRC 201 can determine thecapabilities of its clients' devices. In other embodiments, PRC 201 maytailor its sending of emergency notification messages to clients'devices for other reasons. For example, PRC 201 may send audiorenditions of messages to devices used by clients with visualimpairments, who may not have been able to read the original text-basedmessages. PRC 201 may automatically recognize that a client is visuallyimpaired by retrieving the client's profile information, by querying theclient's device as to the presence of specific software or settings thatmay indicate visual impairment, or by another method.

FIG. 7A illustrates a method 720 according to such an embodiment. Thesteps of method 720 may be performed by PRC 201, for example with theassistance of computer system 207.

In step 721, PRC 201 receives a text-based message. For example, thetext-based message may be an emergency notification message thatoriginated from an official emergency alert gateway, or may be anotherkind of message. As is described above, PRC 201 may receive the messagein any of a number of ways. For example, PRC 201 may receive the messagedirectly from an official emergency alert gateway, may receive themessage from one of its clients when the client's device forwards themessage for conversion to audio, or may receive the message some otherway.

In step 722, PRC 201 recognizes that the device used by at least oneclient cannot display text. For example, PRC 201 may have identified theparticular client as being in the geographical area targeted by anemergency alert message, and may wish to send the message in a format orby a channel that the user's device can receive and process if needed.The determination of whether a particular user's device can display textmay be done in any suitable way.

For example, upon enrollment in a service offered by PRC 201, the clientmay specify the capabilities of his or her device, either by listing thecapabilities, by providing the make and model number of his or herdevice, or by another method. PRC 201 may record this information, forexample in the user's profile, and may simply retrieve it when needed.The recorded information might explicitly indicate the devicecapabilities, or PRC 201 may be able to determine the devicecapabilities from the information. For example, if the make and model ofthe user's device is recorded, PRC 201 may access a library of deviceinformation to determine the device capabilities based on the modelnumber. In some embodiments, the make and model of the client's devicemay be provided upon installing an application program on the device, aspart of enrollment in the service offered by PRC 201.

In another example technique for determining the capabilities of theuser's device, PRC 201, for example using computer system 207, may querythe device electronically. Such a query may take the form of an SMSmessage sent to the device requesting a response, a data call to thedevice requesting a response, a traditional telephone call to the devicerequesting a response, or another kind of query. The device may bespecially programmed to recognize the query and respond appropriately.Steps may be taken to ensure that the query is silent, to avoiddisturbing or alarming the user of the device. For example, when atraditional phone call is used to query the device, the querying phonecall may be placed from a telephone number reserved for such queries.The device may be specially programmed to recognize the source of theincoming call as the reserved number, and may answer without ringing.Thus the user may not know that his or her device has been queried. Oncethe query is received, the device can respond in an appropriate manner,for example via a return SMS message, via a tone-based data exchangeover the telephone connection, via a data packet sent to PRC 201, or byanother means. The response may explicitly list capabilities of thedevice, or may provide information, such as a device make and modelnumber, from which the device capabilities can be determined.

In yet another example technique for determining the capabilities of theuser's device, the device itself may provide PRC 201 with informationfrom which its capabilities can be determined, either specifically forthat purpose or in conjunction with another kind of message. In someembodiments, the device may be specially programmed to report to orcheck in with PRC 201, occasionally or periodically, for a variety ofreasons. For example, the device could periodically send a check-inmessage to PRC 201 to report the geographical location of the device, toverify that the device is operational, or for other reasons. In anotherexample, the device may be programmed to notify PRC 201 if the device ismoved out of a specified geographical area. Such messages may bedescribed as being “pushed” from the device to PRC 201, because they areinstigated by the device, and are not response to inquiries from PRC201. Other occasions for sending check-in or other pushed messages maybe envisioned. Information usable to determine the device capabilitiesmay be sent in conjunction with a pushed message being sent for one ofthese reasons or another reason. A pushed message may be in any suitableformat, for example a text-based format such as SMS, a data call, atelephone call, or another format.

Referring again to FIG. 7A, in step 723, PRC 201 may optionallytranslate the text-based message into a different language.

In step 724, PRC 201, in response to the determination that theparticular user device cannot display text, derives data or signalsrendering at least part of the content of the text-based message into anaudio format. The conversion may be performed by any suitable means, forexample by an automated text-to-speech conversion, by recording a humanvoice, by retrieving data or signals that resulted from previousconversion of a like or similar message, or by another method.

In step 726, PRC 201 sends the data or signals to the communicationsdevice, where it can be audibly played to the client user.

In this way, clients of PRC 201 who may not have otherwise receivedimportant emergency alerts or other information can be notified by PRC201.

In some embodiments, PRC 201 may tailor notifications to other clients'devices having other sets of capabilities. For example, anotherparticular client of PRC 201 may use a device that can displaytext-based messages, but cannot receive messages by cell broadcast. PRC201 may determine the capabilities of such a device by any of thetechniques described above. In response to determining that a particulardevice can display text but cannot receive cell broadcast messages, PRC201 can forward some or all of the content of a cell-broadcasttext-based message to the user device in a traditional SMS message orother text-based format. Thus, the client can receive a notificationthat he or she might otherwise have missed because of an incompatibilitybetween the client's device and the broadcast format of the originalmessage.

FIG. 7B illustrates additional embodiments. In FIG. 7B, emergency alertgateway 108 issues a text-based emergency notification message targetedto persons in the area served by tower 103 e. In this example, theemergency alert is communicated to phone network controller 104, and isbroadcast from tower 103 e using cell broadcast 751.

PRC 201 learns of the emergency alert by one or more methods. Forexample, if PRC 201 is located within the cell served by tower 103 e,PRC 201 may receive the emergency alert message directly via cellbroadcast 751. Alternatively or in addition, emergency alert gateway 108may provide the text-based emergency notification directly to PRC 201 bysome other channel 752, such as a landline telephone call, electronicmail, an SMS message or another means.

Devices 753, 754, and 755 are associated with respective clients of PRC201, and are all within the area served by tower 103 e. Client device753 has the capability to receive cell broadcast messages, and soreceives the text-based emergency notification directly from tower 103e. However, client devices 754 and 755 do not have the capability toreceive cell broadcast messages, and therefore do not receive theemergency notification message despite being in the coverage area oftower 103 e.

Client device 753 recognizes that the message is an emergency alertnotification, and forwards 756 the emergency alert message to PRC 201for conversion to audio. (The forwarding 756 will involve networkinfrastructure such as tower 103 e, network controller 104, and otherinfrastructure, depending on the location of PRC 201. The communicationsbetween PRC 201 and client devices 753, 754, and 755 are simplified inFIG. 7B for ease of explanation.) In some embodiments, communication 756of the text-based message from client device 753 to PRC 201 may be themanner in which PRC 201 learns of the emergency alert. In response tothe request from client device 753, PRC 201 converts at least some ofthe content of the alert message into an audio format and sends it backto client device 753, which can then play the audio message to itsrespective user.

Once PRC 201 learns of the emergency alert notification, by whatevermeans, it may wish to alert other clients who may not have received themessage for various reasons. PRC 201 can recognize the capabilities ofdevices 754 and 755, for example by accessing stored descriptions ofthese devices or by other means. In the example of FIG. 7B, PRC 201queries devices 754 and 755 to determine their capabilities. The queries757 can be accomplished by any of the methods described above. Based onthe responses of devices 754 and 755 to the queries, PRC 201 maydetermine that neither device 754 nor device 755 can receive cellbroadcast messages, and thus would not have received the originalemergency alert message. In addition, PRC 201 may determine that device754 can display text and that device 755 cannot.

Accordingly, PRC 201 can forward a text-based version 758 of theemergency alert to device 754, for example by a traditional SMS message,for display to the client user of device 754. PRC 201 can also forwardan audio version 759 of the emergency alert to device 755, which canplay the audio version for its respective client user. The audio versionmay be derived in any of the ways described above.

Thus, all three of devices 753, 754, and 755 can present versions of theemergency alert message to their respective users, who may otherwise nothave received the alerts because of various incompatibilities betweenthe format of the initial message and the capabilities of the variousdevices.

Other embodiments may combine aspects of the embodiments thus fardescribed, in any workable combination. For example, PRC 201 mayinteract both with customers' communications devices that can receiveCMAS alerts directly and those that cannot. For the devices that canreceive CMAS alerts directly and contact PRC 201 for audio rendition,PRC 201 may perform the audio rendition and send data or signals back toeach of the devices that requested rendition. At the same time, PRC 201may receive notification of an emergency directly from emergency alertgateway 108, and may forward an audio rendition of that alert to one ormore communications devices of clients identifiable as likely being inthe area targeted by the emergency alert, including devices from whichrequests for rendition were not received.

In other embodiments, PRC 201 may take advantage of its unique positionto render other kinds of assistance to its clients. In the event that aCMAS alert is sent, PRC 201 may well receive calls from a large numberof clients in the affected area, and may use information about the callsor received from the callers in a variety of ways.

For example, with regard to a particular client, PRC 201 may providefollow-up calls to the client's communications device or contact theclient via a different method, such as the client's landline telephone.If PRC 201 is unable to reach the client, emergency services may becalled, especially if the client has an unusual situation such as beingespecially susceptible to danger from a particular emergency. PRC 201may also call other persons previously listed by the client as emergencycontacts. During such calls, whether initiated by the client or PRC 201,PRC 201 may obtain other useful information. For example, some callersmay report that a wild fire is close enough to see, while other callersmay report that no flames are visible. Coupling this information withgeographical location information may enable PRC 201 to develop a veryaccurate map of the spread of a wild fire, especially of GPS informationis available from some communications devices. In another example,callers may report traffic conditions on various evacuation routes, andPRC 201 may be able to suggest alternate routes to subsequent callers.Depending on the kinds of communications devices being used, somecallers may be able to provide digital photographs or video ofconditions at their locations.

In another example, upon receipt of the first request for audioconversion of a CMAS alert, personnel at PRC 201 may immediatelyresearch or retrieve information pertinent to the emergency, inanticipation of receiving calls from clients with specific concerns. Forexample, if a tornado warning is issued by CMAS alert, PRC 201 mayimmediately display tips for tornado survival to all customer servicerepresentatives at PRC 201. In another example, personnel at PRC 201 mayimmediately gather information from other sources, such as news reports,weather reports, or other information, so that customer servicerepresentatives 202 may be as completely informed as possible as clientscall for assistance. PRC 201 may aggregate information from varioussources and publish updates on an accessible Internet site, and maydirect callers there for additional information and updates. Theaggregated information may come from official sources, unofficialsources, or both. For example, PRC 201 may post digital photographs orvideos submitted by clients.

In another example, PRC 201 may send electronic notification messages topersons who have been previously identified as emergency contacts ormembers of the client's personal care network who are nearby. Messagesinclude detailed information about the CMAS alert to ensure that membersof the care network are well informed about the situation. Thisinformation may also allow the client's local care network, for example,to physically follow up with an elderly relative who is known to have aparticular physical ailment. PRC 201 may also send electronic messagesto members of the personal care network who are not located nearby theclient. This information may also allow the client's remote care networkto stay informed so that they may provide assistance remotely as needed.

In another example, PRC 201 may broadcast electronic notificationmessages to persons in proximity to clients, such as persons who are notemergency services personnel but who have previously agreed to receivesuch messages in hopes of being able to act as “good Samaritans” intimes of need. Systems and methods for such notifications are describedin co-pending U.S. patent application Ser. No. 12/981,822 filed Dec. 30,2010 and titled “Extended Emergency Notification Systems and Methods”,the entire disclosure of which is hereby incorporated by referenceherein for all purposes.

In some situations where PRC 201 attempts to contact a client, PRC 201may recognize that during time of emergency, some communications avenuesmay be overtaxed and fail while some may not. PRC 201 may accordinglytry multiple methods for reaching clients. For example, PRC 201 mayattempt to reach a particular client by any one, any combination, or allof a cellular voice call, a cellular data call, a text-based message, acall to the client's landline telephone, and other communicationschannels.

In another example, PRC 201 may identify key witnesses to an event.These witnesses can be identified, for example, by the quality ofcontent being submitted, through GPS verification, as a function of thewitness' proximity to the event, or by other methods. Quality of contentcan be identified through work of customer service representative 202 orthrough an automated method such as crowdsourcing or an artificialintelligence algorithm. The PRC 201 may prioritize certain witnesses'updates and inputs as higher than others so that key witness informationcan be updated more often than others.

In another example, the device may have sensors (audio, barometer,magneto, pressure, accelerometer, proximity, physiological, vibration,tilt, etc.) that can be used to provide information to PRC 201. Forexample, the device may be able to detect vital signs from its user andnotify PRC 201 that the user is alive. PRC 201 can then use thisinformation to notify family members of this fact as well of the user'slocation.

In yet another example, PRC 201 can use all of the real time informationit has gathered in the previous sections and act as an early warningsystem, where early signs of an emergency can be used to feed intoEmergency alert gateway 108. Emergency alert gateway 108 can then inturn take this data to issue a formal CMAS alert to affected areas.

FIG. 8 illustrates a simplified block diagram of a communications device800, suitable for use in embodiments. Communications device 800 may be asimplified communications device such as communications device 206, maybe a mobile telephone such as mobile telephone 105 c, or may be anotherkind of communications device. Communications device 800 includes aradio transceiver 801 for communicating with network 100, and an inputinterface 802 for receiving inputs from the user of communicationsdevice 802. Input interface 802 may include a single button or amulti-key keypad, and may include a microphone, an accelerometer, orother input devices. A display 803 may optionally be included forcommunicating information to the user. Display 803, if included, maycomprise any means of visually communicating information to the user.For example, display 803 may comprise a backlit or passive liquidcrystal display (LCD) or another kind of display capable of showinggraphical or alphanumeric information. Display 803 could comprise asimple set of indicator lights, for example made of light emittingdiodes or another kind of light source. Many other kinds of displays arepossible. The operation of communications device 800 is controlled by amicroprocessor 804 executing instructions stored in a computer readablememory 805. The instructions, when executed by microprocessor 804, causecommunications device 800 to perform steps in accordance withembodiments. Computer readable memory 805 may include volatile memory,non-volatile memory, reprogrammable memory, or a combination of these.Microprocessor 804 may be any suitable kind of processor, for example acomplex instruction set microprocessor, a reduced instruction setmicroprocessor, a digital signal processor, a microcontroller, or anyother circuitry or combination of components that performs similarfunctions. A power subsystem 806 routes power to the other components.Optionally, a global positioning system (GPS) receiver 807 may beincluded, enabling communications device 800 to accurately determine itslocation via GPS. In some embodiments, the power subsystem may include abattery and provision for recharging the battery. An audio system 808may include such items as a microphone and a speaker, and may providefor audio communication with the user. Other audio functions may also beprovided. The depiction of communications device 800 in FIG. 8 issimplified, and other components may be present.

Many of the functions of PRC 201 may be performed by or with theassistance of computer system 207. FIG. 9 illustrates a simplified blockdiagram of an example embodiment of the internal structure of computersystem 207. The computer system 207 is shown comprising hardwareelements that may be electrically coupled via a bus 990. The hardwareelements may include one or more central processing units 910, one ormore input devices 920 (e.g., a keyboard, mouse, or other input deviceof combination of devices), and one or more output devices 940 (e.g., adisplay, printer, or other device or combination of devices). Thecomputer system 207 may also include one or more storage device(s) 940.By way of example, storage device(s) 940 may be disk drives, opticalstorage devices, solid-state storage device such as a random accessmemory (“RAM”) and/or a read-only memory (“ROM”), which can beprogrammable, flash-updateable and/or the like.

The computer system 207 may additionally include a computer-readablestorage media reader 950, a communications system 960 (e.g., a modem, anetwork card (wireless or wired), an infra-red communication device,Bluetooth™ device, cellular communication device, etc.), and workingmemory 980, which may include RAM and ROM devices as described above. Insome embodiments, the computer system 207 may also include a processingacceleration unit 970, which can include a digital signal processor, aspecial-purpose processor and/or the like.

The computer-readable storage media reader 950 can further be connectedto a computer-readable storage medium, together (and, optionally, incombination with storage device(s) 940) comprehensively representingremote, local, fixed, and/or removable storage devices plus storagemedia for temporarily and/or more permanently containingcomputer-readable information. The communications system 960 may permitdata to be exchanged with a network, system, computer and/or othercomponent described above.

The computer system 207 may also comprise software elements, shown asbeing currently located within a working memory 980, including anoperating system 984 and/or other code 988. It should be appreciatedthat alternate embodiments of a computer system 207 may have numerousvariations from that described above. For example, customized hardwaremight also be used and/or particular elements might be implemented inhardware, software (including portable software, such as applets), orboth. Furthermore, connection to other computing devices such as networkinput/output and data acquisition devices may also occur.

Software of computer system 207 may include code 988 for implementingany or all of the function of the various elements of the architectureas described herein. For example, software, stored on and/or executed bya computer system such as system 207, can provide some of the functionsof private response center 201 such as those discussed above. Methodsimplementable by software on some of these components have beendiscussed above in more detail.

As is discussed above, PRC 201 may call one or more or the client'semergency contacts once PRC 201 learns that the client's phone hasreceived a CMAS alert. In other embodiments, PRC 201 may provide othermechanisms for a client's emergency contacts or other persons orentities to receive information about the client's status, aboutincidents occurring in the client's life, or other information.

For example, PRC 201 may send automated notifications to some or all ofthe client's designated contacts or other entities.

FIG. 10 illustrates a system in which such features may be embodied. Asbefore, emergency alert gateway 108 issues a text-based electronicemergency notification message, for example a CMAS alert. Acommunication device 753 associated with a particular client of PRC 201receives the message, and forwards 756 the message to PRC 201. Thisforwarding may include an explicit or implied request that the alertmessage converted to an audio format as is described above, or device753 may be programmed to report such alerts as a matter of course. PRCmay learn of the emergency alert by other channels 751, 752 as well.

In response to the indication that device 753 has received thetext-based electronic emergency notification message, PRC 201 notifies1001 one or more persons or other entities, by communicating withdevices 1002 associated with the entities, of the fact that theparticular client's device 753 has received the message. The notifiedentities are preferably designated in the client's personal profile toreceive such notifications. The designated entities may include some orall of the emergency contacts designated by the client, as shown in FIG.5, but may include other persons or entities as well.

The notifications 1001 may take any suitable form, for example textmessages such as SMS messages, electronic mail messages, or other kindsof notifications. Different message formats may be used for differentnotified entities. A preferred message format for each entity to benotified may be recorded in the client's personal profile, and may bechanged to reflect changes in client or entity preference.

Different notified entities may use different kinds of devices 1002, andthe preferred message format for each entity may depend on thecapabilities of a particular notified entity's device 1002. For example,different notified entities may prefer to receive simple text messagessuch as SMS messages, or recorded voicemail messages as notificationsthat client device 753 has received an emergency alert. Other entities,for example entities using computers or phones with computer-likecapabilities, may prefer to receive electronic mail messages. In someembodiments, the notifications sent to client devices 1002 may includecontent from the original text-based electronic emergency notificationmessage, for example as text, audio derived from the original text, orboth.

FIG. 11 illustrates a simplified example personal profile in accordancewith embodiments of the invention. In the personal profile of FIG. 11,each of the listed contacts has been designated for receivinginformation about the client. Different contacts may be affordeddifferent levels of information access. In some embodiments, entitiesthat are listed as contacts that may be called in the event of anemergency or the like on the part of the client may be given generalaccess to information about the client, for example database informationas described below.

FIG. 11 also illustrates that different entities may have differentpreferences for how notifications should be sent to each entity.

PRC 201 may include in the notifications sent to devices 1002 additionalinformation related to the cause of the text-based electronic emergencynotification message. For example, if a CMAS alert sent to a clientdevice such as device 753 involves a recommendation from the authoritiesto evacuate due to a wildfire, PRC 201 may provide map showing preferredevacuation routes in the notifications, or an Internet link to such amap. In another example, if the original CMAS alert pertains to a poweroutage, PRC 201 may provide in the notifications information or a linkto information about how to avoid food spoilage during a power outage.

In some embodiments, PRC 201 may apply one or more filter criteria totext-based electronic emergency notification messages received fromclient devices such as device 753, and may, in accordance with thefilter criteria, may decide not to transmit notification to some or allof entity devices 1002 that the client device has received a particulartext-based electronic emergency notification message. The one or morefilter criteria may include a criterion based on the geographicallocation of the client's device. For example, if client device 753 hasrecently reported its position such that PRC 201 knows the particularclient is at home on a high bluff, it may be determined that a tsunamiwarning message need not be forwarded.

PRC 201 may also record certain events occurring in the lives of clientsin a database 1003, and may make the database accessible to the client'semergency contacts or other designated entities, so that the client'scaregivers can be informed of the client's status. For example, clientdevice 753 may periodically report its geographical location to PRC 201,which may record the reported position in database 1003. The client'sdesignated entities may use devices 1002 to access database 1003 toremain informed of the client's whereabouts. PRC 201 may also sendalerts to certain contacts when certain events occur. For example, thereported location of a client's device may be compared with a prescribedgeographical area, and the client's contacts may be notified if theclient's device moves outside the prescribed area. Thus, the caregiversof a client who is prone to wander can be quickly notified if awandering episode appears to be occurring.

A portion of database 1003 may be accessible to authorized contacts ofthe client, for example as a page served on the World Wide Web.Preferably, each designated contact is permitted to access onlyinformation relating to the particular client for whom the contact'saccess is authorized.

According to embodiments of the invention, PRC 201 may record indatabase 1003 that client devices have received text-based electronicemergency notification messages. Thus, entities having access to theportion of database 1003 relating to the particular client can beinformed as to the client's situation. In some cases, the designatedentities may receive both a notification such as notifications 1001“pushed” to the entities' devices 1002, and then may be prompted toconsult database 1003 for additional information that can be “pulled”from database 1003. Not all designated entities may have the sameprivileges. For example, some entities may receive pushed notifications,but may not be eligible to pull data from database 1003. Other entitiesmay be able to pull information from database 1003 but may not receivepushed notifications. Some entities may receive pushed notifications andmay also be able to pull data from database 1003. The ability toreceived pushed notifications or to pull data from database 1003 maydepend on the capabilities of the device being used by a particularentity.

FIG. 12 illustrates a screen 1200 of a communication device 1201 such asa “smart” phone used to access data base 1003 in relation to aparticular client, in accordance with embodiments of the invention.Screen 1200 may be presented, for example, by a software applicationrunning on device 1201, and may present information from database 1003.In this example screen, some location-based events are displayed, andalso the receipt by the monitored client's device of an emergency alertsuch as a CMAS alert is indicated. User interface selections may beprovided for accessing additional information, for example the text ofthe original alert 1202, or supplemental information made available 1203by PRC 201.

In accordance with some embodiments, the persons or other entities whoreceive notifications that the client's device has received an emergencyalert may be given the opportunity to “claim” the alert event. That is,one of the notification recipients may indicate that he or she will takeresponsibility for following up with the client, for example to verifythat the client does not need any particular assistance, or to provideassistance as needed. Once an alert is claimed in this manner, database1003 may be updated to reflect the claiming, so that other notificationrecipients will know that the situation is being handled. For example,FIG. 13 shows a modified user interface screen 1300 showing that anotherrecipient has already claimed 1301 the alert.

PRC 201 may monitor database 1003 to determine whether alerts to clientdevices have been claimed, and may choose to follow up on alerts thatare not claimed within a predetermined time. For example, if an alert toa particular client's device goes unclaimed for three hours, PRC 201 mayinitiate a telephone call to that client, to verify that the clientneeds no assistance, or to provide assistance as needed. Otherpredetermined time periods may be used, and the predetermined timeperiod for any particular client may be adjustable, for exampledepending on client preference, client health, or other factors.

FIG. 14 illustrates a method 1400 in accordance with embodiments of theinvention, as may be performed by PRC 201. In step 1401, PRC 201maintains personal profiles pertaining to a number of clients. FIGS. 5and 11 illustrate simplified examples of such profiles. The profilesinclude contact information for entities designated by the respectiveclients for receiving information about the respective clients from thecall center. In step 1402, PRC 201 receives, via an electronic networkfrom a communication device associated with a particular one of theclients, a text-based electronic emergency notification messageoriginating from an emergency alert gateway. In step 1403, PRC 201identifies one or more persons or other entities to notify that theclient device received the alert message. For example, PRC 201 mayconsult the personal profile of the particular client whose devicereceived the alert and sent it to PRC 201.

In step 1404, PRC 201 may apply one or more filter criteria, todetermine whether to forward in a notification that the client's devicereceived the emergency alert. Presuming it is decided that notificationis to be sent, one or more notifications are sent at step 1405. As isdiscussed above, the notifications may be sent by any suitable means,which may be selected based on the preferences of the client and eachintended notification recipient. At step 1406, the alert event isrecorded in a database, and the database is made accessible to personsor other entities designated by the client. In steps 1407 and 1408, PRC201 may monitor the database to see if the event is “claimed” by any ofthe notified entities. If not, PRC 201 may contact the client directly.

While the principles of the disclosure have been described above inconnection with specific apparatuses and methods, it is to be clearlyunderstood that this description is made only by way of example and notas limitation on the scope of the disclosure.

What is claimed is:
 1. A method of operating a call center, the methodcomprising: maintaining in electronic storage, by a computer systemcomprising a processor executing a program stored in a memory, personalprofiles of a number of clients of a service provided by the callcenter, wherein each of at least some of the personal profiles includescontact information for one or more entities designated by therespective client for receiving information about the respective clientfrom the call center; receiving, via an electronic network from acommunication device associated with a particular one of the clients, atext-based electronic emergency notification message originating from anemergency alert gateway, wherein the personal profile of the particularclient includes contact information for one or more entities designatedby the particular client for receiving information about the particularclient from the call center; and forwarding, to one or more of theentities designated in the personal profile of the particular client, anotification that the communication device associated with theparticular client received the text-based electronic emergencynotification message.
 2. The method of claim 1, further comprising:deriving, from the content of the text-based electronic emergencynotification message, data or signals that render at least some of thecontent of the text-based electronic emergency notification message intoan audio format; and transmitting the data or signals to either or bothof the communication device associated with the particular client andone or more devices associated with the entities designated in thepersonal profile of the particular client.
 3. The method of claim 1,further comprising recording, in a database accessible via theelectronic network to one or more devices associated with the entitiesdesignated in the personal profile of the particular client, the receiptof the text-based electronic emergency notification message from thecommunication device associated with the particular client.
 4. Themethod of claim 3, further comprising: making the database accessible tothe one or more devices associated with the entities designated in thepersonal profile of the particular client by serving content from thedatabase as a page on the World Wide Web.
 5. The method of claim 3,wherein recording the receipt of the text-based electronic emergencynotification message in the database includes recording the content ofthe text-based electronic emergency notification message in the databasesuch that the content of the text-based electronic emergencynotification message is accessible via the electronic network to the oneor more devices associated with the entities designated in the personalprofile of the particular client.
 6. The method of claim 3, wherein thereceipt of the text-based electronic emergency notification messageconstitutes an event, the method further comprising: receiving from oneof the devices associated with a particular entity designated in thepersonal profile of the particular client an indication that theparticular entity has claimed the event; and making available to anyother devices associated with entities designated in the personalprofile of the particular client an indication that the particularentity has claimed the event.
 7. The method of claim 3, wherein thereceipt of the text-based electronic emergency notification messageconstitutes an event, the method further comprising: providing amechanism for entities designated in the personal profile of theparticular client to claim the event; and when no entity has claimed theevent within a predetermined time, contacting the particular client. 8.The method of claim 1, further comprising: receiving, via the electronicnetwork from a communication device associated with a particular one ofthe clients, a second text-based electronic emergency notificationmessage originating from an emergency alert gateway, wherein thepersonal profile of the particular client includes contact informationfor one or more entities designated by the particular client forreceiving information about the particular client from the call center;applying one or more filter criteria to the second text-based electronicemergency notification message; and in accordance with the filtercriterion, determining that no indication that the communication deviceassociated with the particular client received the second text-basedmessage will be transmitted.
 9. The method of claim 8, wherein thefilter criteria include a criterion based on the geographical locationof the communication device associated with the particular client. 10.The method of claim 1, further comprising: supplementing thenotification forwarded to the one or more of the entities designated inthe personal profile of the particular client that the communicationdevice associated with the particular client received the text-basedmessage with additional information related to the cause of thetext-based electronic emergency notification message.